Join Our Team - Sales and Ticketing Supervisor
Purpose of job
Our Box Office team operates across Leeds Grand Theatre and City Varieties Music Hall and provides support to Hyde Park Picture House when needed. They manage ticket sales and enquiries through all channels – in person, by phone, and online.
As Sales and Ticketing Supervisor, you’ll lead the team to deliver a seamless customer experience from the outset. You’ll play a key role in upholding high standards of service, supporting Ticketing Assistants, and overseeing daily operations across our venues.
Responsibilities include preparing company reports, resolving queries during shifts, and escalating issues to the Assistant Sales and Ticketing Manager when required.
About you
As a first point of contact for customers, you will be friendly and helpful. You will enjoy speaking to people and provide excellent customer service. An interest in theatre, music, comedy and/or film is desirable but not essential. You will be as confident using a computer as you are speaking to customers, either in person or over the phone. You will be highly organised and be able to motivate and supervise the Sales and Ticketing team.
For full details of the role please see the job description.
*Leeds Heritage Theatres is committed to promoting the safeguarding and the welfare of children, young people, and vulnerable adults. Therefore, all appointments are subject to satisfactory pre-employment checks and relevant roles will need to complete an enhanced DBS check.
About us
Leeds Heritage Theatres is a registered charity united by a single cause; to bring people together, create the extraordinary and provide a positive environment in which to entertain and educate.
Our three venues – Leeds Grand Theatre, City Varieties Music Hall and the Hyde Park Picture House – collectively present the very best in live performance, music, comedy and film; drawing audiences of around 350,000 a year from the Leeds city region and beyond.
We’re proud of who we are and what we do. With our combined, unique skills, we make a real difference. We inspire one another. We become stronger. Everyone is welcome to share in this labour of love.
Salary and Benefits
Contract Type: Permanent
Responsible to: Assistant Sales and Ticketing Manager
Salary: £13.52 per hour
Holiday entitlement: 20 days plus bank holidays
Benefits
- Generous average salary pension scheme
- Regular staff offers and discounts for our venues and local businesses
- Free to use Employee Assistance Programme that supports your health and wellbeing
- Personnel investment and training
Notice Period: One month
Hours: Five days – 30 hours per week – a combination of mornings (9.30am-3.30pm) and evenings (2.15pm-8.15pm). Includes Saturday as one of the days.
To apply
Applications are made by online form. Please note, the form must be completed in a single session. It cannot be saved and resumed later. As well as the standard details such as name, contact information and references, the form includes six questions (all listed below) designed to prompt thoughtful, focused answers to highlight your experience, ability and understanding of the role. Each question has a maximum response limit of 4,000 characters.
Sales and Ticketing Assistant job description
(Please note: In a departure from the process set out in the recruitment pack, for this post, you will apply and provide disclosure information through a single online form)
The deadline for receipt of applications is Tue 3 February at 9am.
If you have any questions about the role or the recruitment process, please contact humanresources@leedsheritagetheatres.com.
Application questions
- What do you think are the key differences between good customer service and exceptional customer service? Can you give an example of when you have delivered exceptional customer service?
- What do you think are three essential qualities needed to make a good Supervisor? Explain why you have chosen these qualities and give an example of when you have demonstrated them.
- Describe a time when you successfully resolved a difficult situation with a customer. What actions did you take that contributed to its success, and did you learn anything that worked better than in similar situations in the past?
- Tell us how you have used different Microsoft packages (e.g. Excel, Teams or Word) in a current or previous job role. What other computer software have you used?
- Tell us about a time when you successfully collaborated with a team member to resolve a customer issue. What was your role, and how did the teamwork contribute to a positive outcome?
- Tell us about the tools or techniques you use to stay organised. Can you describe how you would adapt your approach when something out of the ordinary occurs? How do you decide which tasks to prioritise?
Our organisation is actively seeking applications from people from the global majority and those with a disability.
We are committed to promoting safeguarding and the welfare of children, young people, and vulnerable adults. Therefore, all appointments are subject to satisfactory pre-employment checks and relevant roles will need to complete an enhanced DBS check.